Warranty Policy
30-Day Satisfaction Guarantee
We’re so confident that you will love the results from using GoKnee that, in addition to our standard 90-day warranty, we provide a 30 day satisfaction guarantee. If you are not completely satisfied with your GoKnee, you can return it within 30 days. Exclusions may apply, so please read the entire policy below for details.
Due to the temporary usage nature of the device and the access granted to the proprietary exercise protocol, GoKnee cannot make exceptions after the 30-day period.
READ GOKNEE 30 DAY SATISFACTION GUARANTEE RETURN POLICY
Conditions:
- This 30-day return policy applies to item(s) purchased directly from GoKnee, LLC. This specifically excludes purchases from our resellers, as they set their own policies which may differ from ours.
- The return policy applies only to items shipped within the same country that the order originated from. Items shipped or otherwise transported outside of the order origination country are specifically excluded.
- The return period starts on the day your order is placed. You then have 30 days to request a return. We will process your return request and provide you with a Return Authorization Number (RA Number) and instructions for repackaging and where to send your return.
- You can click here to request a return.
- Your RA number must be included with your return and displayed prominently on the outside of the package. Please understand that the RA number is the only way for us to identify your return and thereby process your refund. If there is no RA number, we have no way of determining who the return is for and we will be unable to process a refund.
- RETURN TO SENDER / REFUSE DELIVERY – Return to Sender is prohibited: We are unable to process your return if you refuse delivery and / or return to sender. Please note that we ship from third-party
fulfillment warehouses that are located throughout the country. These warehouses process only outgoing shipments and are not capable of receiving incoming shipments. When we provide your RA number we also provide the address of our returns processing facility. It is essential that you ship to this location in order for us to be able to identify your return and issue your refund. Refunds are generally processed within 3-5 days of being received at our return processing facility.
- We strongly recommend you use the original GoKnee box for your return. Larger boxes result in higher shipping costs. Costs associated with shipping damage are your responsibility.
- Return items must be shipped within 15 days of issuance of your Return Authorization.
- YOU ARE RESPONSIBLE FOR COSTS FOR RETURN SHIPPING.
- Refunds apply to the purchase price of the product and applicable state sales tax only. Original shipping costs are not refunded.
- This return policy is intended so that you can return GoKnee in the event that you cannot adapt, or otherwise use GoKnee. Excessive wear and tear, missing or broken parts and/or clear evidence of use beyond a reasonable trial period may result in additional fees, deductions or exclusion of the refund amount.
- When your merchandise is returned it will be inspected and if not damaged or abused, your original payment method will be refunded for the cost of the product.
Exclusions
- Claims made after the 30-day period has expired will not be processed.
- Returns received without an RA number will not be processed (please understand that we cannot identify your return without a Return Authorization number).
- GoKnee is not responsible for returns due to refused delivery or using return to sender as the return shipping method. The facility that shipped your order does not accept incoming shipments – returns must be shipped to our returns processing center address.
- Improperly packaged returns, returns with missing parts, returns exhibiting signs of neglect or usage beyond a reasonable trial period may be excluded in the sole discretion of GoKnee.
- Original shipping costs are excluded from refund.
GoKnee LLC. Manufacturer’s Warranty
Warranty Period: 90 days
Warranty Provider: GoKnee, LLC
Product Covered: GoKnee device
I. Warranty Coverage
- Limited Warranty: GoKnee (hereinafter referred to as the "Provider") warrants that the healthcare product(s) listed above (the "Product(s)") shall be free from defects in materials and workmanship for the duration of the warranty period specified above.
- Scope of Warranty: This warranty covers defects arising from normal use and proper maintenance of the Product(s). It does not cover damages resulting from misuse, negligence, accident, unauthorized repair, or any alteration to the Product(s).
II. Warranty Claim
- Notification: To make a warranty claim, the customer must notify the Provider promptly upon discovering the defect during the warranty period. Notification should be made via email at recovery@thegoknee.com or phone 833-446-5633 (M-F 8:00am–
5:00pm Central Standard time) or by mail to the following address: 813 Enclave Pointe, Cookeville, Tennessee, United States, 38506.
- Documentation: The customer shall be required to provide the following documents to support their warranty claim:
- Proof of purchase (e.g., receipt, order number)
- Description of the defect or issue
- Any additional documentation requested by the Provider
- Proof of purchase (e.g., receipt, order number)
- Description of the defect or issue
- Any additional documentation requested by the Provider
III. Warranty Remedies
- Repair or Replacement: If a defect covered by this warranty is reported during the warranty period, the Provider will, at its sole discretion, either:
- Repair the Product(s) at no cost to the customer
- Replace the defective Product(s) with a new or refurbished unit of equal or comparable value
- Refunds: In cases where repair or replacement is not feasible or cost-effective, the Provider may offer a refund of the purchase price paid for the defective Product(s).
- Return of Defective Product: If the Provider requests the return of the defective Product(s), the customer must return it in its original packaging or suitable packaging to prevent further damage. The cost of returning the Product(s) may be covered by the Provider, depending on the circumstances.
- Repair the Product(s) at no cost to the customer
- Replace the defective Product(s) with a new or refurbished unit of equal or comparable value
IV. Exclusions and Limitations
- This warranty does not cover damages or defects resulting from:
- Improper handling or use of the Product(s)
- Damage while in transit
- Failure to follow the Product(s) instructions or guidelines
- Accidents, alterations, unathorized repairs, misuse, abuse, or neglect, fire, flood, and Acts of God.
- This warranty is non-transferable which is only valid for the original purchaser of the Product(s) and must be purchased through an authorized dealer of GoKnee, LLC.
- Improper handling or use of the Product(s)
- Damage while in transit
- Failure to follow the Product(s) instructions or guidelines
- Accidents, alterations, unathorized repairs, misuse, abuse, or neglect, fire, flood, and Acts of God.
